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Jonas Temple

In Odoo V12 when a ticket is closed and the customer replies to the ticket via email the ticket is not being re-opened, even though the default closure email in Odoo indicates that it should:

This automatic message informs you that we have closed your ticket (reference 788). We hope that the services provided have met your expectations. If you have any more questions or comments, don't hesitate to reply to this e-mail to re-open your ticket.

Should the ticket be re-opened automatically as indicated by the email or is it a manual process?

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Jonas Temple
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Just found out the ticket is not opened back up by default, it has to be done manually. The solution is to write an automated action setting the ticket to an open stage when a message is received and the ticket is in a closing kanban stage.

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Angela Lawson - Smart IT

Can you share the scheduled action set up you defined?

Jonas Temple
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We wound up not making the change. If we close a ticket and the requester has an automatic out of office reply, it would wind up re-opening the ticket unnecessarily. We would then have to close the ticket again, potentially generating another automated email to the requester with another automated reply. We chose to just re-open as needed and honestly in our environment it doesn't happen that often.

Angela Lawson - Smart IT

That is sort of how we work. Perhaps it is better after all!

Rodrigo Robles

Hello! Mind helping me with the model setup?

Thanks

Rodrigo